Developing call center management: Step 4, Skills

Global Response’s blog this week has discussed the steps of developing your internal Brand Specialists for leadership positions. Once your candidates have been selected, observed and shadowed their manager, it’s time for Step 4: to pinpoint skills.

Step 4. Skills Identification. The candidate’s strengths are developed and recognized formally. The manager informs high-level operations executives of high-potential candidates. Additionally, candidates participate in corporate training and development programs developed by ICMI.

Our earlier steps were: Step 1, Selection; Step 2, Taking Note; and Step 3, Shadowing.

See tomorrow’s Blog for Step 5.

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